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Three essays on customer experience dynamics
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Hung, Hsiu-Yu (2020) Three essays on customer experience dynamics. PhD thesis, University of Warwick.
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WRAP_Theses_Hung_2020.pdf - Submitted Version - Requires a PDF viewer. Download (2925Kb) | Preview |
Official URL: http://webcat.warwick.ac.uk/record=b3519954~S15
Abstract
This thesis focuses on unveiling the dynamic nature of the customer experience trajectory and forming a theory of customer experience management from a dynamic perspective through undertaking three studies. Chapter 1 is an introductory chapter, aiming to provide a roadmap of this thesis and indicating the research motivation and major research question of each study. Chapter 2 is a basic literature review, exploring what we know from the current literature and identifying the knowledge gaps to which we can contribute in the realms of customer experience, customer experience trajectory, and customer experience management. Chapters 3-5 are three empirical studies. Chapter 3 focuses on individual customers’ perspectives to understand the evolution of their experience trajectories. Chapter 3 proposes a customer experience trajectory (CET) research framework and explores the co-evolutionary phenomenon between customer experience dynamics and customer behavior dynamics. Chapter 4 focuses on the firm’s perspective to disclose firms’ dynamic trajectories of their customer experience performance through a value co-creation theoretical lens. Chapter 5 focuses on both firms and customers’ perspectives and proposes a research framework to depict the dynamic interactions between experience receivers and experience providers. These three studies exploit the advantages of using unstructured textual data drawn from three different well-known online travel-related platforms, including Airbnb (for Chapter 3), booking.com (for Chapter 4), and TripAdvisor (for Chapter 5). Chapter 6 provides a summary of the conclusions. The final chapter discusses the results of the preceding chapters and implications for theory development and managerial tenets provision.
Item Type: | Thesis (PhD) | ||||
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Subjects: | H Social Sciences > HF Commerce | ||||
Library of Congress Subject Headings (LCSH): | Customer relations -- Management, Customer satisfaction, Customer services, Relationship marketing | ||||
Official Date: | June 2020 | ||||
Dates: |
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Institution: | University of Warwick | ||||
Theses Department: | Warwick Business School | ||||
Thesis Type: | PhD | ||||
Publication Status: | Unpublished | ||||
Supervisor(s)/Advisor: | Lee, Nick, 1975- ; Hu, Yansong | ||||
Format of File: | |||||
Extent: | 418 leaves : illustrations (some colour) | ||||
Language: | eng |
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